A Flex Template is a highly customizable prompt template designed to handle multiple use cases with a single prompt. It allows Agentforce to reason over different inputs, contexts, and actions dynamically using LLMs (Large Language Models).
Instead of being tied to a specific object or field, Flex Templates can:
Handle open-ended user questions
Work across multiple objects
Decide the best response format dynamically
Power conversational and decision-based agent flows
Flex Prompt Template allows flexible prompt instructions and can optionally include up to five data sources to provide additional context. These inputs help the agent reason across different scenarios and generate intelligent, context-aware responses without being limited to a specific record or field.
Real-Time Example: Case Resolution Assistant (Service Cloud)
Business Scenario
In Service Cloud, support agents receive cases with different issues (billing, login, product defect, delivery delay).
Instead of creating multiple record or field prompt templates, we use one Flex Template that can:
Understand the case context
Analyze case details, customer history, and knowledge articles
Suggest a resolution summary + next best action dynamically
This is ideal for a Flex Template because the response is not limited to a single field or record creation.
What the Flex Template Does
The Flex Template:
Reads Case details
Optionally uses Account information
Optionally uses Knowledge articles
Generates a context-aware response such as:
Case summary
Suggested resolution
Next steps for the agent
Step-by-Step: How to Create the Flex Template
Step 1: Navigate to Prompt Templates
Go to Setup
Search for Prompt Templates
Click New Prompt Template
Step 2: Select Template Type
Choose Flex Template
Click Next
Step 3: Enter Basic Details
Prompt Template Name: Case Resolution Flex Template
API Name: Case_Resolution_Flex_Template
Description:
This Flex Template analyzes case context and optional data sources to generate intelligent resolution suggestions for Service Cloud agents.
Step 4: Add Inputs (Optional – Up to 5)
Click Add and include:
Case Record
Fields: Subject, Description, Priority, Status
Account Record (Optional)
Fields: Account Name, SLA
Note: These inputs help the LLM reason better but are not mandatory.
Step 5: Define Prompt Instructions
Step 6: Save and Activate
Click Save
Activate the template
Associate it with Agentforce Agent or Flow
Step 7:
For now, Let's preview to save the result:
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